SQA Evaluator
Telesure Investment Holdings (TIH)
Date: 11 hours ago
City: Johannesburg, Gauteng
Contract type: Full time
Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.
Job Purpose
Conduct audits and evaluations of telephone conversations and digital communication to ensure that the consultant provides correct and appropriate information and advice, as per predetermined scripting, thereby mitigating business risks. Capture evaluations on the relevant system. Monitor calls to provide business insights to improve general business practices. Based on insights gained, provide recommendations for training and improvement of claims and enhanced customer experience.
Responsibilities
Claims experience is essential.
Quality Audit
Work within established quality audit systems to evaluate all forms of communication to the customer and provide support as needed. Escalate potential risk to relevant department when identified.
Operational Compliance
Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Assist to reduce risk to company through effective quality and compliance evaluations. Ensure internal and external statutory compliance of all interactions.
Data Collection & Analysis
Collate and analyse data using pre-set tools, methods and formats. Involves working independently. Highlight / alert business to potential risks (e.g. fraudulent activities ) and any other consultant behavioural trends. Identify incorrect system data and notify relevant stakeholders. Ensuring effective feedback to management and suggestions on business and process improvements.
Quality Testing
Carry out a specified range of complex tests to verify that specifications are met and to reject nonconforming material or articles. Ensure quality and correctness of employee / client interactions and accuracy of the information captured onto the internal system (e.g. AS400).
Administration
Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
Learning Needs Analysis
Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels. Identify training needs within the department.
Internal/External Client Relationship Management
Build effective working relationships within the internal/external client organisation, delivering high-quality professional services with guidance from senior colleagues.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Remain up-to-date and informed on all changes and new products.
Education
Grade 12 or SAQA Accredited Equivalent (essential)
Experience
2 or more years' experience within Financial Services Industry (Essential); Experience in a QA Role (Advantageous). Business Insurance product knowledge (Essential);Coaching Experience (Advantageous)
Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.
Job Purpose
Conduct audits and evaluations of telephone conversations and digital communication to ensure that the consultant provides correct and appropriate information and advice, as per predetermined scripting, thereby mitigating business risks. Capture evaluations on the relevant system. Monitor calls to provide business insights to improve general business practices. Based on insights gained, provide recommendations for training and improvement of claims and enhanced customer experience.
Responsibilities
Claims experience is essential.
Quality Audit
Work within established quality audit systems to evaluate all forms of communication to the customer and provide support as needed. Escalate potential risk to relevant department when identified.
Operational Compliance
Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Assist to reduce risk to company through effective quality and compliance evaluations. Ensure internal and external statutory compliance of all interactions.
Data Collection & Analysis
Collate and analyse data using pre-set tools, methods and formats. Involves working independently. Highlight / alert business to potential risks (e.g. fraudulent activities ) and any other consultant behavioural trends. Identify incorrect system data and notify relevant stakeholders. Ensuring effective feedback to management and suggestions on business and process improvements.
Quality Testing
Carry out a specified range of complex tests to verify that specifications are met and to reject nonconforming material or articles. Ensure quality and correctness of employee / client interactions and accuracy of the information captured onto the internal system (e.g. AS400).
Administration
Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
Learning Needs Analysis
Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels. Identify training needs within the department.
Internal/External Client Relationship Management
Build effective working relationships within the internal/external client organisation, delivering high-quality professional services with guidance from senior colleagues.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Remain up-to-date and informed on all changes and new products.
Education
Grade 12 or SAQA Accredited Equivalent (essential)
Experience
2 or more years' experience within Financial Services Industry (Essential); Experience in a QA Role (Advantageous). Business Insurance product knowledge (Essential);Coaching Experience (Advantageous)
Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.
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